A Study in High Volume Field Service Delivery
Aegis found themselves faced with an aging service management system. They needed to make a change and update their FSM (Field Service Management) Software to meet long-term operational and strategic goals of providing quality customer service, reducing costs and minimizing any time wasted. Aegis provide high-quality chemical treatment and technical services for oilfield applications. They generate thousands of recurring work orders every month, each on a specific customer delivery schedule. The system that Aegis was using before implementation was very complicated to configure and maintain, so it required highly skilled competency and training hence it was costly to make improvements. Work orders were generated automatically, but scheduling delivery dates and making changes to future deliveries was very time-consuming.
Key Success Areas
- Digitizing work orders and customer billing by automating work order generation, service dispatch and implementing real-time invoicing.
- The field techs use a native field service mobile app that logs inventory usage, captures photos, and signatures for delivery confirmation quickly. Invoicing is now in real time as service call information update is instantaneous to the back office.
- Aegis works with a designated software implementation consultant, who understands the business processes and has been managing the project from inception to implementation
- They made the identified system configurations and provided extensive training
“The Fieldpoint solution, complemented by the field service mobile app, has given us an improved ability to process field activities in real time and has made us more efficient. It also has allowed a reduction in billing errors. Through these two areas, we have reduced accounting time spent on invoice error correction, and have reduced the time between activity completion and invoicing. Furthermore, through the use of the mobile app, we can capture more data than previously capable, allowing for improved business analysis, and ultimately more informed decision making.”
Marty Resweber, IT Director, Aegis Chemical Solutions